Business

Airline Passengers Have More to Complain About, Report Finds

Published

11 years ago

April 14, 2015

In this Nov. 25, 2014, file photo, travelers wait to claim their baggage at LaGuardia Airport in New York. An annual report being released Monday, April 13, 2015, states that government data shows more flights are late, more bags are getting lost, and customers are lodging more complaints about U.S. airlines. (AP Photo/Seth Wenig, File)

DAVID KOENIG, AP Airlines Writer

DALLAS (AP) — Think flying is getting worse? A pair of university researchers who track the airline business say it’s a fact.

More flights are late, more bags are getting lost, and customers are lodging more complaints about U.S. airlines, government data shows. Dean Headley, a marketing professor at Wichita State and one of the co-authors of the annual report being released Monday, said passengers already know that air travel is getting worse. “We just got the numbers to prove it.”

For the third straight year, Virgin America led the rankings. The niche airline with a limited route network was followed by Hawaiian Airlines and Delta Air Lines.

Among other findings in the report:

—LATENESS: The percentage of flights that arrived on time fell to 76.2 percent last year from 78.4 percent in 2013. Best: Hawaiian Airlines. Worst: Envoy Air, which operates most American Eagle flights.

—LOST BAGS: The rate of lost, stolen or delayed bags rose 13 percent in 2014. Best: Virgin America. Worst: Envoy. Airlines lose one bag for every 275 or so passengers, but at Envoy, the rate is one lost bag for every 110 passengers, according to government figures.

— OVERBOOKING: The rate of passengers getting bumped from flights rose 3 percent. Best: Virgin America. Worst: a tie, between SkyWest and its ExpressJet subsidiary.

— COMPLAINTS: Consumer complaints to the government jumped 22 percent in 2014. Best: Alaska Airlines. Worst: Frontier.

Regional carriers, which operate flights under names like American Eagle, United Express and Delta Connection, tend to earn the worst marks. They fly smaller planes, so when airlines are forced to cut flights due to bad weather, they ground the regionals first to inconvenience fewer passengers. Envoy Air, which operates most American Eagle flights, finished last in the overall rankings.

But the picture was bleak at the four biggest U.S. airlines too. On-time performance fell and complaint rates rose at American, United, Delta and Southwest. The researchers blamed consolidation through mergers, which has reduced competition.

Headley said airlines performed better in the years after 2001, when travel demand fell and planes were less crowded. Airlines were also losing money. They returned to profitability when the airlines left after mergers limited flights to keep fares up. The average plane is now more than 80 percent full at most airlines, and many flights are oversold.

“They have put the same number of people in fewer airplanes,” Headley said in an interview. “Anytime the system ramps up, it goes haywire.”

Airlines are ordering new planes and making other investments that they promise will lead to better service. Many of the biggest improvements are targeted at the airlines’ most valued customers — those in first-class and business-class sections.

The annual report is now in its 25th year. Headley and Embry-Riddle Aeronautical University professor Brent Bowen use information that the airlines submit to the U.S. Department of Transportation.

___

David Koenig can be reached at http://twitter.com/airlinewriter

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Art

After 10-Year Wait, Fillmore Heritage Center Reopens in San Francisco

After serving as the economic and cultural hub of the Fillmore’s historically Black community for more than a decade, the center’s closure ended what was called the “Rebirth of the Cool,” referring to the neighborhood’s role during the height of Black Jazz in the United States.

Published

4 hours ago

June 10, 2026

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Rev. Amos Brown of Third Baptist Church addresses community members at the Fillmore Heritage Center ribbon cutting. Photo by Linda Parker Pennington.

By Linda Parker Pennington, Special to The Post

Last Saturday morning, the cloudy skies cleared just as the highly anticipated ribbon-cutting ceremony began, marking the reopening of the Fillmore Heritage Center at 1330 Fillmore and Eddy.

The complex – which had once included Yoshi’s Jazz Club, the Lush Life Art Gallery, the Koret Heritage Lobby, a 54-seat microcinema, and the Black-owned 1300 On Fillmore restaurant – shuttered in 2015.

San Francisco Mayor Daniel Lurie announcing the reopening of the Fillmore Heritage Center. Erika Scott, owner of Honey Art Studio, looks on with pride. Photo by Linda Parker Pennington.

“The Fillmore is the most important neighborhood in San Francisco’s history for centering Black culture, music, business, and community, and has shaped this City and influenced the entire country,” said San Francisco Mayor Daniel Lurie to the gathering of more than 100 community leaders, business owners, and public officials. “This building reflects the deep roots of the Fillmore. Urban renewal left deep scars that are still felt today. This Center celebrates a strong Black community that continues to shape San Francisco. I am proud to join the community as we reopen the Fillmore Heritage Center.”

Although the previous stakeholders will not be returning to the center, spaces are available for nonprofit organizations and ventures, such as Fillmore native Ericka Johnson’s Honey Art Studio.

“This Center will be an economic engine and a thriving venue that shines a light on the Black-owned businesses in this neighborhood and lifts the entire district,” Lurie continued. “Our City is committed to this community for the long term.”

“We’re excited to collaborate with the City to finally reopen these doors,” said Ken Johnson, a videographer and community leader who’d been lobbying for the reopening of the center. “It’s an opportunity to showcase the entrepreneurship and creative spirit of this ‘Harlem of the West’ and the ‘Rebirth of the Cool,’ grounded in our uniquely gifted Fillmore community.”

This month, through its Office of Economic and Workforce Development, the city will begin renting the building’s noncommercial spaces for pop-up events celebrating local talent, arts, and entertainment primarily centered in the Fillmore.